Problem Management

Role Overview: As a Senior Associate in Problem Management at BT International, your role is crucial in ensuring a positive perception of the problem management process. You will continuously work towards improving the capability of problem management provided to customers. Your responsibilities will involve managing both reactive root-cause analysis (RCA) and proactive trend analysis, communicating and coordinating with concerned parties, preventing re-occurrence of incidents, and minimizing the impact of incidents that cannot be prevented. Additionally, you will oversee the Known-error database to ensure efficient problem resolution. Key Responsibilities: - Anticipate, investigate, and resolve problems in systems and services - Maintain problem and task records within relevant reporting systems - Coordinate with internal Subject Matter Expert (SME) teams to ensure resources are allocated for problem resolution - Collaborate with stakeholders to prioritize problems and associated deliverables - Conduct root cause investigations and manage RCA between technical teams - Follow up with SMEs to implement corrective and improvement actions identified during RCA - Analyze and report incident trend data to eliminate root causes - Review problems in alignment with service level agreements and recommend necessary changes - Support development and monitor implementation progress of permanent solutions - Maintain known error database with relevant solutions - Produce statistics and reports to showcase the performance of the Problem Management process Qualifications Required: - Minimum bachelor's degree and previous experience in problem management - Proficiency in business English (verbal and written) - ITIL V4 Foundation certificate - ITIL v3 Intermediate / CCNA Expert certification preferred - Strong customer service skills - Ability to manage parallel work streams effectively - Excellent presentation skills for wider audience - Outstanding communication and customer care abilities - Customer-oriented mindset with willingness to handle challenging situations - Strong commitment to documentation and learning - Proficiency in Windows and MS Office applications At BT International, a global leader in secure connectivity and digital services, you will be part of a team dedicated to keeping the world connected. With a focus on innovation and expertise, BT International offers a diverse and inclusive workplace where individuals can thrive and contribute to the organization's success. If you are driven to make a global impact and shape the future of connectivity, BT International is the place for you. Role Overview: As a Senior Associate in Problem Management at BT International, your role is crucial in ensuring a positive perception of the problem management process. You will continuously work towards improving the capability of problem management provided to customers. Your responsibilities will involve managing both reactive root-cause analysis (RCA) and proactive trend analysis, communicating and coordinating with concerned parties, preventing re-occurrence of incidents, and minimizing the impact of incidents that cannot be prevented. Additionally, you will oversee the Known-error database to ensure efficient problem resolution. Key Responsibilities: - Anticipate, investigate, and resolve problems in systems and services - Maintain problem and task records within relevant reporting systems - Coordinate with internal Subject Matter Expert (SME) teams to ensure resources are allocated for problem resolution - Collaborate with stakeholders to prioritize problems and associated deliverables - Conduct root cause investigations and manage RCA between technical teams - Follow up with SMEs to implement corrective and improvement actions identified during RCA - Analyze and report incident trend data to eliminate root causes - Review problems in alignment with service level agreements and recommend necessary changes - Support development and monitor implementation progress of permanent solutions - Maintain known error database with relevant solutions - Produce statistics and reports to showcase the performance of the Problem Management process Qualifications Required: - Minimum bachelor's degree and previous experience in problem management - Proficiency in business English (verbal and written) - ITIL V4 Foundation certificate - ITIL v3 Intermediate / CCNA Expert certification preferred - Strong customer service skills - Ability to manage parallel work streams effectively - Excellent presentation skills for wider audience - Outstanding communication and customer care abilities - Customer-oriented mindset with willingness to handle challenging situations - Strong commitment to documentation and learning - Proficiency in Windows and MS Office applications At BT International, a global leader in secure connectivity and digital services, you will be part of a team dedicated to keeping the world connected. With a focus on inno